Customer Complaints Policy

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How to Make a Complaint

At etika, we're committed to providing exceptional customer service. If something goes wrong, we want to hear from you and make it right.

What is a Complaint?

A complaint is any expression of dissatisfaction about our products, services, or staff where you would reasonably expect a response from us.

How to Contact Us

You can make a complaint through any of these channels:

Phone: Call our customer support line - 1-300-324-737
Email: Contact our customer support team - support.au@etika.com

When you contact us, please provide:

• Your name and contact details
• Details about what went wrong
• What you'd like us to do to resolve the issue
• Any relevant account or reference numbers

Getting Help to Make Your Complaint

If you need additional assistance to lodge your complaint, our team can provide reasonable support to help you through the process. This may include arranging an interpreter or providing information in alternative formats.

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Our Complaints Process

Step 1: We'll Acknowledge Your Complaint

• We'll confirm receipt of your complaint as soon as reasonably practicable, usually within one business day
• You'll receive a complaint reference number and contact details for follow-up

Step 2: We'll Investigate

• We'll investigate your complaint objectively and fairly
• If we need more information, we'll contact you directly

Step 3: We'll Provide Our Response

Response Timeframes:

• Standard complaints: We'll provide a written response within 30 calendar days
• Default notice complaints: We'll respond within 21 calendar days
• Hardship complaints: We'll respond within 21 calendar days

Quick Resolution: If we can resolve your complaint to your complete satisfaction within five business days, we may not need to provide a written response (unless you request one or it relates to hardship).

Delays: If we need more time due to complexity or circumstances beyond our control, we'll notify you of the delay, explain the reasons, and provide a new expected timeframe.

Step 4: Resolution and Remedies

Depending on your complaint, we may offer various remedies including:

• An explanation of what happened
• An apology
• A refund or waiver of fees
• Correction of records
• Compensation where appropriate
• Other actions to resolve the issue

If You're Not Satisfied

Australian Financial Complaints Authority (AFCA)

If we haven't resolved your complaint or you're not satisfied with our response, you can escalate your complaint to the Australian Financial Complaints Authority (AFCA). AFCA is an independent, free dispute resolution service.

AFCA Contact Details:

• Website: www.afca.org.au
• Email: info@afca.org.au
• Phone: 1800 931 678 (free call)
• Post: Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001

AFCA can generally only consider your complaint after we've had a reasonable opportunity to resolve it through our internal process.

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Your Rights

• Free service: There's no charge for making a complaint
• Fair treatment: We'll handle your complaint objectively and without bias
• Regular updates: We'll keep you informed of progress
• Privacy protection: We'll handle your personal information in accordance with privacy laws
• Record keeping: We maintain complaint records for seven years

Additional Support

If you're experiencing financial hardship, please let us know when you make your complaint as special timeframes may apply. We're committed to working with you to find appropriate solutions.

For customers who may be experiencing vulnerability or need additional support, we'll handle your complaint with extra care and sensitivity.

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Contact Information

For questions about this policy or to make a complaint, please contact us through the channels listed above.

This policy is reviewed regularly to ensure it remains effective and compliant with regulatory requirements.

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etika is a member of the Australian Financial Complaints Authority (AFCA Membership No. 71068)

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